Customer Service
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Return & Refund Policy
Refunds and Returns
- Items sold on FOXLUX can be returned within 30 days after purchasing. We hope you can find what you need on our site quickly and simply. However, if you want to return your purchase within 30 days, the return process is also quick and simple.
- For cancellation, the order can be canceled only before the item is shipped, and a full refund will be issued in such cases.
- Please note, the refund can go back to your original method/account of payment only.
Reasons Supporting Free Return
| Return reason | Note |
|---|---|
| DOA(Dead on arrival) | You can reject it directly if it is confirmed damaged |
| Wrong item sent | Please provide us with clear pictures of the item, the SKU/PN number and all shipping labels on the package |
| Doesn’t match the description | Please provide us with some photos to show the problem |
| Quality issues | Please provide us with some pictures or videos to verify it |
| Missing parts | Please provide us with some pictures or videos to verify it |
Reasons Not Supporting Free Return
| Return reason | Note |
|---|---|
| Arrived too late | FOXLUX will not offer free returns if the delivery is delayed due to reasons out of our control. |
| Don’t want/need/like it | Receive the item but change your mind/ Order by mistake/ Price changes/ Does not meet my expectations/ Paying high shipping cost/ Find better products |
| Without manual or non-standard manual | Contact us for an electronic or video manual |
| User’s error | Any damage caused by user’s misoperation will not be covered/ Bought wrong |
Return Process
You can make returns on FOXLUX simply, just do the following three steps and your return requests are done.
Submit a request (on the Site)
- Go to Order History and click Return Order.
- Select the order and quantity you want to return.
- Select the Reason for the return.
- Upload photos of received parts(optional).
- Leave comments with reasons for the return(optional).
- Click Submit Request.
Return a product
- Print and stick your return label attached to the Email for passed return requests.
- Package items and drop them off at your local UPS/fedex for return.
Receive a replacement or a refund
Once the product is received on our end and meets return requirements, the replacement is ready to be shipped or the money will be refunded to the original payment method. As for the day you receive the replacement or money, it depends on the carrier or the payment platform.
- Note 1: Before shipping back the product, please confirm that your return requests are passed (see Return Details in your Return Order) and you received the Email with a return label. Please drop the item off according to the logistics and address on the return label.
- Note 2: For the replacement, if there is a difference between the original order and the replacement, we will negotiate with you before shipping the replacement. For the refund, it is the actual price of the order, not including other costs, such as the installation fee. For the express shipping fee, if the return is due to the customer's reasons (such as a change of mind or an incorrect order, etc.), it will not be refunded.
- Note 3: If the customer cancels an order containing add-on items before it is shipped, they will receive a refund for both the original items and their add-ons. If the customer returns an order containing add-on items, both the original items and their add-ons must be returned. The add-on items may only be kept if the customer pays the original full price listed on our website instead of the discounted add-on price.
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Note 4:After the customer submits a refund application and it is approved, we will process the full refund within 7 working days, and the funds will be returned to the original payment account.Due to settlement delays by banks or payment platforms, the actual arrival time shall be subject to the settlement rules of the relevant channels.
For any questions during the return process, don’t hesitate to contact our customer service team for 24-hour service via Live Chat or email us.
